An agent can use Call Work Codes (CWC) to record call related activities. If configured, the agent can use a CWC to move into the After Call Work state. However, these codes do not apply to a supervisor’s transitions related to supervisor functions.
An agent cannot use the codes in the Logged Out state or in Aux Work mode.
The agent uses the Call Work Code feature key to enter an appropriate activity code for their current work. For example, the account number of the caller, a social security number, or a customer defined value.
Post processors use the Call Work Code key to handle billing or record the agent time that he spent on a task.
The agent can enter Call Work Codes (CWC) in the following ways:
During a call
In the After Call Work state
The following flow describes how the agent can use CWC during a call:
The agent presses the Call Work Code feature key on the Feature List menu. The icon or key LED lights.
The agent enters a CWC.
The agent presses the Enter, OK, or # key. The phone sends the activity record to the server.
The agent can enter a CWC during a call several times if the activity changes.
The following flow describes how the agent can use CWC in the After Call Work state:
The agent presses the After Call Work feature key on the Feature List menu. The icon or key LED lights.
The agent presses the Call Work Code key.
The agent enters a CWC.
The agent presses the Enter, OK, or # key. The phone sends the activity record to the server.
The agent can enter a CWC in the After Call Work state several times if the activity changes.
